Exchange and Return Policies
Exchange and Return
All exchanges or returns must be within 7 (seven) calendar days from the date of receipt of the order and must be communicated (before shipping) to the Customer Service Center for guidance. Product returned without this communication, after the deadline or with the absence of accompanying items/accessories, will be evaluated by Zeppelin Systems.
The product must be in perfect condition, with all accessories, manuals, certificates and without signs of improper use or installation, without violating the original packaging and/or evaluation label.
Defective product
The customer should contact us standing next to the product at the installation site for guidance and questions.
We will request a photo or video of the product (preferably installed) indicating the defect to the email: zeppshop@zeppelin-la.com for identification and technical guidance.
The Zeppelin team will review and guide you through the installation or replacement procedure.
If it is necessary to repair or exchange the product, the deadline for returning the resolved product is up to 30 days from the date of receipt of the product in our stock, but we will try to expedite it.
Zeppelin is exempt from the obligation to exchange or repair any product whose problem has been caused by misuse or improper installation according to the technical evaluation.
withdrawal
Period of up to 7 (seven) calendar days, counting from the date of receipt of the order, to withdraw from the purchase made on the website and/or telesales.
The customer must contact us informing about the withdrawal for guidance before shipping.
The product must be in perfect condition, with all accessories, manuals, certificates and without signs of use or installation, without violating the original packaging and/or evaluation label.
Cancellation authorization will be confirmed within 5 (five) days after analysis of the product received. Refunds will be made less shipping costs.
Cancellations
Order cancellations will be accepted with full refund of amounts paid only if not yet dispatched, except for special order or personalized items. If they have already been shipped, we request that they be returned in their undamaged packaging and refund will be made minus shipping costs.
For orders that are already in the shipping process, the customer must contact us for denial of delivery guidance in order for the order to be returned to Zeppelin.
Cancellation is processed after the item is returned to stock within 5 business days.
Reimbursement
The approved refund will be made as follows:
Credit Card Purchases: The customer may choose to receive a Voucher in the amount paid that will be used as credit to purchase any product in the store or request a refund of the amount paid on their credit card bill.
Attention: the chargeback by the Card institution can only occur on the subsequent invoice.
Purchases by Boleto or Bank Deposit: The customer may choose to receive a Voucher in the amount paid that will be used as a credit to purchase any product in the store or request a refund to their checking account. In this case, the account holder must be the same as the one who placed the order in the Store.
Purchases made with PagSeguro or similar company: contact us for guidelines that may vary according to the term.
In both cases, the refund will be made within 5 working days after the analysis of the product received. Compensation may vary by Financial Institution.
Important notes:
All information is valid only for purchases made on the site, not valid for other means.
Any request to withdraw from the purchase or exchange, as well as registration of damage, divergence or defect, must be made directly at our Service Center. (data at bottom of page).
The shipment of products must be carried out through authorization, following the instructions sent via email by the Service Center.
The customer must refuse to accept the order if the package is open or damaged, and mention it in writing on the carrier's bill of lading and immediately notify the Customer Service Center. In cases of accepting the goods without following the guidelines above, the exchange or return will not be authorized.
The following may cause disapproval in the analysis of product conditions: absence of the defect pointed out by the customer, signs of improper use, signs of accidental damage or natural wear and tear as a result of use.
The exchange of products will only occur in case of damage or defect, as mentioned above. To change color, size or model wrongly acquired, the value to be charged must be the one in force on the date. The product must be sent with all accessories without signs of use, without breaking the original seal/tag and in the original packaging. Refund authorization will be confirmed within 5 (five) business days, after analysis of the product received.
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Zeppelin Systems Latin America
Call Center
Phone: (11) 4393-9403
Email: zeppshop@zeppelin-la.com